Studio Manager - Richmond upon Thames, London

POSITION: Studio Manager

REPORTING TO: UK Regional Manager

RESPONSIBLE FOR: Driving the revenue, profitability and customer service within the Studio. Driving the business within partnership locations.

Our Company FACEGYM is the first of its kind and a unique facial fitness experience, in the confidence-boosting business. Think of us as a complete gym workout for your face. We combine powerful kneading movements with our high-performance skincare, innovative tools and cutting-edge technology to tone and tighten the 40 forgotten muscles of the face delivered in our Studios and at home. Based in central London and already operating across the UK & USA, FACEGYM is now expanding as a franchise into the UK and India, bringing its pioneering facial fitness concept to new markets worldwide and redefining the future of beauty and wellness.

Job Summary

As a Studio Manager, you will lead the day-to-day operations of the studio, ensuring exceptional client experiences, driving team performance, and supporting sales growth. This is an exciting opportunity to be part of something from the ground up, helping shape the culture, build the team, and play a key role in the success of a brand-new studio.

• Ensure all teams KPI targets are consistently met, and where not achieved the team have step by step feedback and coaching tools to help them improve.
• Have a strong focus on client loyalty.
• Assess occupancy rates and inspire the team to continually improve on their own occupancy and rebooking goals.
• Drive the success of our membership programme by promoting its benefits to clients, encouraging sign-ups, and ensuring the team are knowledgeable and confident in discussing the programme with customers.
• Manage Studio inventory to ensure the Studio is stocked with the necessary products and tools/equipment required to carry out the full range of workouts.
• Ensure all team members are adapting client conversations where appropriate, strengthening the interaction and engagement at all stages of the workout, service, maximizing every sales opportunity to achieve all set KPI's.
• Ensuring health & safety guidelines are adhered to in relation to the sterilization and storage of all equipment and taking responsibility to make sure the studios and work stations are clean and presentable.
• Support and coach your team with overcoming selling challenges with the ability to create retail theatre to attract and entice new customers during any downtime.
• Maintain an exceptional customer experience by ensuring the team are delivering Workouts in accordance with workout protocols consistently.
• Confidently manage and overcome customer complaints and challenges in the Studio and over the phone.
• Build and constantly update knowledge on skincare, products and Workouts.
• Being a positive, motivated and well-informed team player.
• Recruit new trainers into the team and safeguard their induction and onboarding programme.
• Ensure a high standard of personal hygiene is maintained; grooming guidelines followed throughout the whole team and measures taken with individuals if required.
• Accurately completing and checking all required paperwork and reports for the store and the team.
• Manage in studio Zenoti system, accuracy is key and ensuring your team are the same.
• Operate efficiently point of sale systems, card machines and tills.
• Conduct bi-annual performance reviews for all team members, developing clear action plans to support growth and accountability.
• Conduct investigations into employee relations matters when required, ensuring fairness, confidentiality, and compliance with company policies.

Person Specification:

The ideal candidate will:

• Have at least 3 years experience managing a retail location of more than 10 individuals, demonstrating strong site management skills.
• Have previous people management experience, with a proven ability to lead and develop a team.
• Be a motivational people leader who inspires high performance and engagement.
• Have a can-do, entrepreneurial attitude to support and drive the business forward.
• Demonstrate the ability to work under pressure and meet tight deadlines.
• Possess excellent negotiation and communication skills.
• Have strong numeracy skills, with the ability to analyse and interpret financial data effectively.
• Be skilled at motivating and leading a team to consistently achieve and exceed goals.

Why Join FaceGym?

At FaceGym, we’re committed to supporting our team with the same high standards we bring to our clients. When you join us, you’ll have access to FACEGYM is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. We do not discriminate on the basis of race, ethnicity, nationality, religion or belief, gender identity or expression, sexual orientation, age, disability, marital status, pregnancy or maternity, or any other legally protected characteristic. We believe our people’s differences make us stronger and more innovative, and we welcome applications from all backgrounds. If you require any reasonable adjustments to support you during the recruitment process, please let us know.